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NEC Aspire MyCalls – Suite of Software
NEC have developed a suite of software that encompasses the call centre, the reporting on the call centre, the call logging of the system and also the call recording.
The solution is called MyCalls
The call centre routing is inbuilt software within the NEC system, making it a far more robust than most server based solution.
The Mycalls suite interfaces to the system directly
The basic application is provided free of charge with every Aspire. The basic package provide a good level of information, although to drill to extension level an upgrade to MyCall manager is required @ only £850.00.
NEC MyCalls Call Centre
Real Time displays
ACD Supervisor displays
Agent Desktop Displays
- Centralised configuration
- Restricted access and view to personal and group statistics
- Ideal for placement on an agents desktop
- Proven to improve agent productivity
Alarms
- Alarms can be raised when user specified limits have been broken.
- Very configurable, allows MyCalls to monitor the system and inform users when rules have been broken. – Management by Exception
- Displayed in the MyCalls Application and the system tray. In addition, MyCalls can be configured to email, send messages to other computers or to run external programs.
Reports
- 23 different types of reports
- Including a custom report designer
- Can be run ad-hoc, saved or scheduled
- Delivered via screen, email, FTP
- Target the report to specific criteria using filters
- Exported in many formats
- Including .DOC, .PDF, .XLS, .HTML, .CSV
My Calls Recorder
As an amazingly cost effective addition MyCalls recorder can be added to MyCalls to allow all calls to be recorded in and out of your call centre.
Overview
- My Calls Call Recorder enables you to make fully encrypted call recordings of all in-coming and out-going calls
- No separate GUI interface required as recordings are simply retrieved using your existing My Calls Call Manager / Call Centre Supervisor interface
- Simple End User operation, no expensive retraining
- Simple installation
- Calls recorded and played back in Stereo
Call Recording
- Users can only playback calls for groups they have permissions for
- Users Extensions / Trunk Lines can be Included or Excluded by:
- Incoming Calls
- Outgoing Calls
- Extension No.
- CLI (specific CLI)
- DDI
- Trunks
- Recorded calls can be Archived to DVD etc.
- Calls are recorded and played back in Stereo
Recorded calls are fully Encrypted
Call Retrieval
Retrieving a Recorded Call
- Calls are played back through the call records view in My Calls Call Manager or My Calls Call Centre Manager
- Users are given permission to play back calls
- Calls can be searched by:
- CLI
- DDI
- Date & Time
- Ext No.
- Agent ID
- Recorded calls can be exported to file (WAV, WVA etc)
MyCalls Enterprise
But I have multiple site, How Can MyCalls help me?
Simple, MyCalls Enterprise offer all the features of MyCalls but in a networked environment, by implementing MyCalls Enterprise you can monitor multiple sites from your HQ just as if you were at each site. Not only can you access all the information MyCalls has to offer but you can also group sites into Geographical areas for example. Listed below are just some of the features and business benefits MyCalls Enterprise has to offer:
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Feature
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Benefit
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Centrally report on branch auto attendant performance
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Analyse and monitor effectiveness of branch auto attendant
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Monitor and compare branch call handling times
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Improve customer service and efficiency of branch staff
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Centrally configured and managed
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Low cost of ownership
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Compare Branch level call statistics
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Identify under performing branches.
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Individual Branch DDI and extension reporting
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Allows branch directors to report and manage their own staff
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Enterprise, Regional and Branch level reporting restricting
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Restricts access to reports to authorised people
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Compare statistics over a time range
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Identify effects of marketing campaigns.
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Automatic notification of non returned lost calls
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Identify customers who attempted to call but were unsuccessful so the branch can call the customer. Improve customer service and reduce migration to competitors
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Support for unlimited number of PBXs
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Extensible system
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Based on Microsoft SQL Server and .NET with a very easy graphical user interface
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Uses proven robust technology, which removes the need for specially trained IT staff to manage the system
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Large range of no conformance alarms
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MyCalls will notify the relevant people immediately when any key performance indicator has been broken without having to wait for a report to be run at the end of the week or month.
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A Typical Problem Faced By Customers:
Calls that are answered by an auto-attendant will always appear as an answered call from a network call performance report even though the customer hung up once they had realized they were not speaking to a person. This is due to that fact that all carriers do not know what happens to a call once the telephone system has answered it. MyCalls can provide statistics on which option a customer chose, how long they had to wait before they were answered, how many people just hung up, as shown below.
Over reliance or mis-configuration of auto-attendants can lead to many customers actually abandoning their calls rather than listen to a range of options. MyCalls can help identify areas where the auto-attendant is not working as desired for the business.
Example Data:
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RELATED LINKS :
ASPIRE
OVERVIEW
APPLICATIONS
VoIP
CALL CENTRE SOLUTION
DECT
HANDSETS
CALL RECORDING
XN 120
OVERVIEW
APPLICATIONS
CALL RECORDING
HANDSETS
DXE
UPGRADE DXE TO ASPIRE
OVERVIEW
HANDSETS
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